Contact Centre Team Leader- Bedfordview

PG Glass

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products

Main Job Purpose

Manage, coach, and mentor agents and teams to ensure the achievement of key performance indicators (KPIs) and adherence to behavioural standards, driving the attainment and exceeding of company objectives.

Main Objectives

• Ensure agents and teams meet or exceed set KPI targets through effective performance tracking, coaching, and management, delivering an exceptional customer experience.

• Enforce strict adherence to quality standards aligned with the Contact Centre quality framework; coordinate training and coaching interventions as needed.

• Provide regular, timely, and accurate performance reports to management; propose new ideas and strategies to enhance Contact Centre performance and customer satisfaction.

• Train, develop, and coach agents according to identified business training needs to equip them with the necessary knowledge, skills, and abilities, ensuring a low-effort customer experience while complying with standards and processes.

• Analyze customer complaints regarding incorrect part identification; collaborate with parts specialists to deliver corrective action training, reducing risks and promoting first call resolution with outstanding customer service.

• Effectively manage, motivate, and hold staff accountable through performance management feedback and disciplinary procedures; develop and mentor employees following standard PG processes to maximize their potential and performance.

Critical Job Requirements

Qualifications:

Supervisory Management Diploma/Certificate

Knowledge:

National Deals

DPS (Dealer Parts System or related)

Effective Team Management

Product Knowledge (Building and Automotive)

Skills:

Customer Relationship Management

Business Acumen

Experience:

Minimum 4 years overall experience in a relevant role.

At least 2 years experience as second in charge (2IC) to a Team Leader.

PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers.  Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.

Requisition ID: 2941